Armani Roberts
Camden,SC
Summary
Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills.
Overview
4
4
years of professional experience
Work History
Customer Experience Associate
Adteractive
01.2023 - 07.2023
- Asked customers questions to determine, verify and solve common problems.
- Looked for additional ways to expand products to customers by upselling new products and services.
- Drafted written correspondence and sent electronic information to customers regarding billing information and current promotions.
- Suggested operational improvements to enhance quality, improve production times and reduce costs.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Documented customer interactions in internal database to maintain customer service history details.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
BroadPath Healthcare
05.2021 - 01.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Supported accounts receivable operations within assigned functions.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Handled customer service inquiries in person, via telephone and through email.
Technical Support Representative
Teleperformance USA
01.2019 - 04.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Researched product and issue resolution tactics to address customer concerns.
- Responded promptly to incoming sales leads and requests for technical support.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
Education
Associate of Science - Business Administration And Management
Benedict College
Columbia, SC06.2022
Skills
- Customer Feedback
- Performance Feedback
- Escalated Call Handling
- Escalation Procedures
- Financial Transactions
- Investigate Claims
- Customer Relationship Management
- Customer Care
- Client Inquiries
- Call Center Customer Service
- Team Management Experience
- Billing Procedures
Timeline
Customer Experience Associate
Adteractive
01.2023 - 07.2023
Customer Service Representative
BroadPath Healthcare
05.2021 - 01.2023
Technical Support Representative
Teleperformance USA
01.2019 - 04.2021
Associate of Science - Business Administration And Management
Benedict College